Digital Goods Merchant
Unlock Growth with PlatformPay.io: Expert Payment Solutions and BPO Services
OVERVIEW
Customer Service Satisfaction
Client A subcontracted a U.S. provider B to deliver 24×7 live phone support for customer phone support. However, results were dismal (e.g., high abandon rates, long hold times, agents not branding calls correctly, inexplicable long hold times during a call)
In Jan 2018, Client A changed providers to second U.S. firm C. Results improved but the customer experience remained negative. (e.g., high abandon rates, incorrect branding, incorrect info provided)
OVERVIEW
Customer Service Satisfaction
Client A subcontracted a U.S. provider B to deliver 24×7 live phone support for customer phone support. However, results were dismal (e.g., high abandon rates, long hold times, agents not branding calls correctly, inexplicable long hold times during a call)
In Jan 2018, Client A changed providers to second U.S. firm C. Results improved but the customer experience remained negative. (e.g., high abandon rates, incorrect branding, incorrect info provided)
OUR APPROACH
In Apr 2019, Client A began working with PlatformPay.io’s internal 24×7 Phone Support Agent (PSA) Team.
The first month, scores reflecting negative customer experiences (e.g., long hold, incorrect branding) plummeted.
- We implemented an instance of Five9 for tollfree number management, agent monitoring, 100% call recording (also backed up on our server)
- Created 30+ documented Standard Operating Procedures (SOPs)
- Recruited, vetted, and trained team of 11 phone support professionals (each with over 4+ years industry experience)
- Customized the Five9 instance to support our business processes
Our Approach
In Apr 2019, Client A began working with PlatformPay.io’s internal 24×7 Phone Support Agent (PSA) Team.
The first month, scores reflecting negative customer experiences (e.g., long hold, incorrect branding) plummeted.
- We implemented an instance of Five9 for tollfree number management, agent monitoring, 100% call recording (also backed up on our server)
- Created 30+ documented Standard Operating Procedures (SOPs)
- Recruited, vetted, and trained team of 11 phone support professionals (each with over 4+ years industry experience)
- Customized the Five9 instance to support our business processes
External Vendor:
Date Range: 31 Dec 2018 – 30 Mar 2019
Unanswered Calls: These are calls that went unanswered by the External Phone Support Agent Vendor until the customer gave up and hung up. Unanswered calls are considered as RED calls.
The Customer Average Time in Queue excludes calls that are:
- Less than 10 seconds handle time.
- Less than 10 seconds wait time.
RESULTS
Date Range: 30 Mar – 23 Jun 2019.
- The RED calls account for 0.95% of all calls evaluated by CSR.
- Significant increase in GREEN calls when PSA Team took over the customer calls. Significant decrease in RED and YELLOW calls when PSA Team started taking the customer calls.
- The unanswered calls account for 8.24% of all PSA calls.
- Significant decrease in unanswered calls when PSA Team started taking the customer calls.
External Vendor:
Date Range: 31 Dec 2018 – 30 Mar 2019
Unanswered Calls: These are calls that went unanswered by the External Phone Support Agent Vendor until the customer gave up and hung up. Unanswered calls are considered as RED calls.
The Customer Average Time in Queue excludes calls that are:
- Less than 10 seconds handle time.
- Less than 10 seconds wait time.
RESULTS
Date Range: 30 Mar – 23 Jun 2019.
- The RED calls account for 0.95% of all calls evaluated by CSR.
- Significant increase in GREEN calls when PSA Team took over the customer calls. Significant decrease in RED and YELLOW calls when PSA Team started taking the customer calls.
- The unanswered calls account for 8.24% of all PSA calls.
- Significant decrease in unanswered calls when PSA Team started taking the customer calls.
PSA Year-Over-Year Performance Metrics
Customer Phone Support
Since Apr 2019, the INTERNAL PSA Team has provided customer phone support. Year-over-year, the performance metrics continue to deliver services that exceed SLAs.
PSA Year-Over-Year Performance Metrics
Customer Phone Support
Since Apr 2019, the INTERNAL PSA Team has provided customer phone support. Year-over-year, the performance metrics continue to deliver services that exceed SLAs.
PlatformPay.io PSA – Q1 2020
- RED errors account for 0.54% of all calls reviewed by CSR, excluding unanswered calls.
- Unanswered calls account for 12.70% of all PSA calls in Q1 2020.
- The PSA Team received a total of 7,113 inbound calls in Q1 2020 – the highest call volume for a quarter in the company’s history.
- Jan 2020: 1,683
- Feb 2020: 2,857
- Mar 2020: 2,573
- The PSA Team had remained consistent in maintaining high percentage of GREEN calls.
- The PSA Team continued to keep RED and YELLOW calls to a very low percentage.
- The increase in the Avg Time in Queue was due to the significant increase of call volume – Q1 2020 was the highest volume of customer calls and emails in the last 3 years.
PlatformPay.io PSA – Q1 2021
- RED errors account for 0.02% of all calls reviewed by CSR, excluding unanswered calls.
- Unanswered calls account for 3.19% of all PSA calls in Q1 2021.
- Significant decrease of inbound calls in Q1 2021 compared to Q1 2020.
- Jan 2021: 568
- Feb 2021: 502
- Mar 2021: 939
- The PSA Team had remained consistent in maintaining high percentage of GREEN calls.
- The PSA Team continued to keep RED and YELLOW calls to a very low percentage.
- Average Time In Queue data is unavailable for Feb and Mar 2021.
Platform Pay PSA – Q1 2021
- RED errors account for 0.02% of all calls reviewed by CSR, excluding unanswered calls.
- Unanswered calls account for 3.19% of all PSA calls in Q1 2021.
- Significant decrease of inbound calls in Q1 2021 compared to Q1 2020.
- Jan 2021: 568
- Feb 2021: 502
- Mar 2021: 939
- The PSA Team had remained consistent in maintaining high percentage of GREEN calls.
- The PSA Team continued to keep RED and YELLOW calls to a very low percentage.
- Average Time In Queue data is unavailable for Feb and Mar 2021.
